Enhanced directory assistance system with voice over IP call handling

ABSTRACT

A method is provided for operating a directory assistance system. The method includes the steps of storing a plurality of directory listings, including listings relating to identification of Voice over IP devices. A directory request is received for one of the directory listings and a call completion record is generated for providing information responsive to the directory request. The call completion record includes information relating to at least one of the Voice over IP devices, in a case where the requested information relates to a Voice over IP device. The call completion record includes information relating to a mobile phone device in a case where the requested information relates to a mobile phone device. The call completion record includes information relating to a landline device in a case where the requested information relates to a landline device.

FIELD OF THE INVENTION

The present invention is directed to a system and method for delivery ofenhanced directory assistance. More particularly, the present inventionrelates to a system and method for delivery of enhanced directoryassistance, for phone calls employing Voice Over IP (VoIP) technology.

DESCRIPTION OF THE RELATED ART

The use of Voice over IP (VoIP) telephony has been increasing at astaggering pace within the last few years. The early issues relating tothe voice quality of Internet phones, the service quality, scalability,migration, features and functionality have been dealt with to a greatdegree, allowing large scale use within enterprise environments.

Many organizations are now employing a new breed of server systems alsoreferred to as IP PBXes that run digitized voice and call control overthe packet-based IP data network. These servers provide most or all ofthe features of their predecessor PBX systems and connect over LAN orWAN with IP-enabled phone handsets. The IP handsets look and functionexactly like the regular phone sets. However, a recent trend has led toconfigure such IP handsets to include more PC-like features, such ascolor displays, Web surfing, and access to data applications. Othertypes of IP phones include EP softphones, which provide the same handsetcapabilities in software installed on a PC, a notebook, or a PDA.

As the number of such IP phone users is increasing in such a rapid pace,there is a need for an Enhanced Directory Assistance System that iscapable of handling directory assistance inquiries relating to IP phoneservices.

SUMMARY OF THE INVENTION

In accordance with various aspects of the invention, a method foroperating a directory assistance system is provided that includes thearrangement for storing a plurality of directory listings includinglistings relating to identification of Voice over IP devices. Thedirectory assistance system is configured to receive a directory requestfor one of said directory listings from a variety of callers employinglandline. The directory assistance system retrieves the requestedinformation and generates a call completion record for providinginformation responsive to said directory request. The call completionrecord includes information relating to a Voice over IP device in a casewherein the requested information relates to a Voice over IP device. Thecall completion record includes information relating to a mobile phonedevice in a case wherein the requested information relates to a mobilephone device. The call completion record includes information relatingto a landline device in a case wherein the requested information relatesto a landline device.

BRIEF DESCRIPTION OF THE DRAWINGS

For the purpose of illustrating the invention, there are shown in thedrawings several forms, which are presently preferred, it beingunderstood, however, that the invention is not limited to the precisearrangements and instrumentalities shown.

FIG. 1 is a diagram of a communication assistance system of the presentinvention in accordance with one embodiment of the present invention;

FIG. 2 is block diagram of an incoming call record in accordance withone embodiment of the present invention;

FIG. 3 is a block diagram of a call completion data packet, inaccordance with one embodiment of the present invention; and

FIG. 4 illustrates a signal flow diagram for a directory assistance callresponse to a VoIP device in accordance with one embodiment of theinvention;

FIG. 5 illustrates another signal flow diagram for a directoryassistance call response to a VoIP device in accordance with anotherembodiment of the invention; and

FIG. 6 illustrates another signal flow diagram for a directoryassistance call response to a VoIP device in accordance with yet anotherembodiment of the invention.

DETAILED DESCRIPTION

Referring now to the drawings, wherein like reference numerals refer tolike elements, there is shown in FIG. 1, a directory assistance systemand network 2 in accordance with one embodiment of the presentinvention. System 2 allows a requester 4 to initiate a communicationwith system 2 to make a directory assistance request. The request caninclude but is not limited to obtaining a desired telephone number,connecting a call to that same number, requesting directions or,requesting a particular service such as movie ticket purchase, placingreservations etc.

Although many options for requests exist, typical requester 4 contactssystem 2 in order to request either a desired telephone number oradditionally, request that they be automatically connected to thatrequested number. The desired connection that requester 4 is requestingis referred to throughout the application as requested device 6. Asnoted above, requested device 6 is typically a landline telephone acellular phone or a VoIP phone, however, requested device 6 is notlimited in that respect. System 2 stores information relating torequested device 6, such as the name of person or organization thedevice is registered with and other identification information relatingto a listing.

Requested device 6 is any known communication device including cellulartelephones and modems, pagers, PCS phones and modems, RIM Blackberry,wireless PDA, instant messaging devices, SMS devices, VoIP devices andthe like.

Although the request of requester 4 may be for many types of services,for the purposes of illustration, requester 4 is referred to throughoutas requesting to be connected to a requested device 6, such as atelephone, unless otherwise specified.

Directory assistance system 2 is preferably coupled to one or moreservice providers 26 directly through a wireless MSC (Mobile SwitchingCenter) 8 or via public switched telephone network (PSTN) 10. Inaccordance with one embodiment of the invention, directory assistancesystem 2 is also coupled to one or more VoIP service providers 35 viathe Internet 31.

In general, requester 4 and requested devices 6 communicate with system2 via mobile switching center (MSCs) 8, PSTN 10 and Internet 31 as shownin FIG. 1. As shown in FIG. 1, system 2 preferably comprises one or moreswitches 12. Each switch 12 may include integrated voice response unitsas well. The VRU may be standalone instead of integrated as describedabove.

System 2 also includes billing databases 14, primary call centers 16,requested number databases 18 (which may include wireless apparatusidentification number (WAIN) databases), a plurality of operatorterminals 20 running agent application 19, enhanced service modules 21that may be operated by an agent, closing prompt storage module 13, callcompletion table 17, a wide area network 25, closing prompt modules 27coupled to agent applications 19, and a computer telephony interfaces29.

In particular, billing database 14 is connected to WAN 25 and can becoupled to any component of system 2. Switches 12 are coupled to MobileSwitching Centers (MSCs) 8 and PSTN 10 as well as primary call center16. Primary call center 16 is also coupled to at least one operatorterminal 20 and database 18.

In a preferred embodiment of the present invention a plurality ofdirectory assistance systems 2 and system 2′, illustrated in FIG. 1, canbe strategically located in various geographic locations across thecountry. For example, system 2 or system 2′ (call center) can be locatedin a major metropolitan area spread across the United States or anywherein the world. Each system 2 is configured to handle the call trafficthat is designated for that call center which could include all possibletype of calls.

Additionally, as reflected in FIG. 1, each system 2 can be connected toother systems 2′. It is understood that any number of additionaldirectory assistance systems 2 or 2′ may be interconnected with oneanother. This connection can be achieved by the coupling of primary callcenters 16 of the various systems 2 via high capacity telephone cablessuch as T1 lines 23, via WAN 25 or other comparable facilities includingPSTN 10. It is also in the contemplation of this invention that theseconnections could be established through the use of a virtual privatenetwork (VPN) or other comparable technology.

The links coupling the network components of system 2 together and withservice providers 26 via mobile switching center (MSC) 8 and PublicSwitched Telephone Network (PSTN) 10, and VoIP service provider 35 canbe any known voice and/or data communication technologies, includingwide area networking and local area networking communicationtechnologies, for example, digital subscriber lines (DSL), digital T-1s,leased lines, satellite or wireless links, Integrated Services DigitalNetwork (ISDN) circuits, asynchronous transfer mode (ATM), Ethernet,token ring, fiber distributed-data interface (FDDI) and the like.

It is also presumed that the various components of system 2, serviceproviders 26 and 35 and PSTN 10 are arranged with appropriatecommunication hardware interfaces to transmit and receive data acrossthe communication links. For example, wireless service providers 26 mayinterface directly with system 2 via mobile switching center (MSC) 8hardware, coupled directly to switch 12 of system 2. Similarly, VoIPservice providers 35 may interface with system 2 via their own SessionBorder Controllers (SBCs) and the Internet.

In one example of network element within system 2, switches 12 areprovided, which preferably include an integrated voice response unit(VRU). Many functions performed by switches 12 are known to those ofordinary skill in the art and include telephone call routing betweentrunks, converting one signaling type to another, such as between adigital signaling system, dual-tone multi-frequency (DTMF) signaling,multi-frequency (MF) signaling, ISDN, SS7, and capturing call length anddestination data for billing, etc.

However, in accordance with one embodiment of the present invention,switches 12 are also configured to handle call set ups for VoIP calls byincorporating various IP calling standards, such as Session InitiationProtocol (SIP) and H.323 signaling. To this end, switch 12 communicateswith WAN 25 to set up calls via Internet 31.

Furthermore, in order to accommodate directory assistance inquiries froma requester 4 who employs a VoIP phone, system 2 is configured to handleVoIP protocols such as Session Initiation Protocol SIP throughout itspertinent network elements.

Information relating to each VoIP-enabled phone, subscribed with system2, is stored in database 18. Within this context, subscription refers tolisting a phone number with directory assistance system 2. Such listingmay be provided by each service provider such as 26 and 35, or throughdirect registration by each user who desires to have their phoneinformation listed with directory assistance system 2.

In accordance with one embodiment of the invention each VoIP deviceincludes a unique hardware identification code referred to as MediaAccess Control (MAC) address. Information relating to this MAC addressmay be stored in a variety of formats so as to enable directoryassistance system 2 to access a VoIP phone with its corresponding uniqueMAC address.

To this end, in accordance with one embodiment of the invention, system2 may store the unique MAC address in database 18 corresponding to eachsubscriber. However this approach may compromise security and privacyconcerns.

As such, in accordance with another embodiment of the invention, VoIPservice provider 35 is configured to provide a unique IP addresscorresponding to the MAC address of each phone coupled to it. For thisapproach, database 18 of system 2 may store the unique IP address ofeach subscriber's IP phone.

Yet in accordance with another embodiment of the invention, VoIP serviceprovider 35 is advantageously configured to issue an email addresscorresponding to each Media Access Control (MAC) address. For thisapproach database 18 may store the unique MAC corresponding emailaddress for each subscriber that employs an IP phone.

In accordance with other arrangements for using VoIP phones, some usersemploy portable VoIP phones that can communicate in any location thatprovides access to Internet, such as locations referred to as hot spots.In such locations, a wireless router is configured to transmit andreceive data packets with wireless devices that fall within itsreception zone.

For such portable VoIP phones, each service provider 35 is configured toassign a telephone number that has the same format as land-line orwireless telephone numbers, such as for example, numbers starting withthree digit area code followed by the seven digit phone number.Currently, VoIP service providers 35 use the same standard as the NANP(North America Numbering Plan), however, such a numbering plan is notrequired. For example, VoIP service provider 35 may offer the ability toselect a number from an area code of their choice as well as the abilityto take their assigned number with them when they move. After thenumbers are assigned, each service provider correlates the assignedphone number to the MAC address of the portable VoIP phone as well asMAC corresponding email address of the phone. It is understood that anymanner used by VoIP service provider 35, for assigning VoIP numbers, areall within the contemplation of the present invention.

For this arrangement of portable VoIP phones, the assigned phone numberand its MAC corresponding email address are stored in a universaldirectory 33 referred to as local number portability database 33. Forthis approach, database 18 may store the unique assigned phone numberfor each subscriber's VoIP phone. Upon request by a calling partyrequester 4 to connect to a subscriber device 6, system 2 accesses localnumber portability database 33 to retrieve the MAC corresponding emailaddress of the subscriber, so as to arrange for a call completion.

As shown in FIG. 1, when a call comes into switch 12, the call isidentified by a DNIS which relates to the number dialed by requester 4,so that appropriate data generated by system 2, such as incoming callrecord 15 (FIG. 2) and call completion data packets 50 (FIG. 3), can berouted to the network elements and then to the correct switch 12 tocomplete the call, as will be explained in more detail hereinafter.

In accordance with one embodiment of the invention, upon the initiationof a call completion, switch 12 is configured to pass the originatingphone number of requester 4 and/or the number dialed by requester 4 toMSC 8 or PSTN 10 or VoIP service provider 35 for delivery to requesteddevice 6. This enables requested device 6 to screen in-bound calls.

Additionally, as shown in FIG. 1, switch 12 maintains an integratedvoice response unit for use with certain features such aspre-announcement features or other features requiring a generated voice.For the purposes of this invention, Voice Response Unit (VRU) shallrefer to any hardware and software combination that allows for therecording and/or delivery of voice messages. Although only one switch 12is illustrated in FIG. 1, any number of switches 12 can be used insystem 2 to increase the capacity of system 2.

In one embodiment of the present invention, as shown in FIG. 1, anotherexemplary network element is shown, namely a closing prompt storagemodule 13, configured to store a variety of closing prompt messages anddata. When the switch 12 completes the call from requester 4 torequested device 6, switch 12 can play any one of a variety of closingprompts based on the information received from a call completion datapacket 50. Closing prompt storage module 13 is also coupled to WAN 25,so that for VoIP phone call completion, the variety of closing promptscan be sent to subscriber 6 via Internet 31.

As shown in FIG. 1, billing database 14 is another network element usedas the repository for the billing data and includes but is not limitedto: records which are preferably comprised of the call date, the callstart time, the call end time and the resulting time, i.e. the calllength, the originating phone number for requester 4, the completionnumber for requested device 6 and fields which identify the originatingand terminating service providers.

Another exemplary network element is primary call center 16 which isgenerally comprised of hardware and software that accepts inbound callsfrom switches 12 and distributes the calls to multiple operatorterminals 20 using standard Automatic Call Distribution (ACD)technology. Operator terminal 20 interacts with database 18 to searchfor and retrieve desired numbers or contact information corresponding torequested device 6.

The connection between primary call center 16 and operator terminal 20is such that voice communication is transmitted directly between the twoand data information is transmitted via computer telephony interface 29.This may also be accomplished via in-band signaling, as will bediscussed below. Operator terminal 20 is not only connected to database18 but also to other databases and software application modules as well.

Primary call center 16 can be comprised of one or more processorscoupled together in a networked arrangement to accomplish thesefunctions, and can be constructed using known computing technology suchas using personal computers, mini or mainframe computing devices,routers, switches and the like. Because the arrangement and operation ofprimary call centers 16 and 16′ are similar, discussion of primary callcenter 16 is understood to also describe primary call center 16′. It isnoted that primary call center 16 tracks all calls that pass though tooperator terminals 20 in order to provide records for billing and system2 diagnostics.

Computer Telephony Interface (CTI) 29 is disposed between call center 16and operator terminal 20. CTI 29 is configured to route the data portionof an incoming requester 4 call, such as the number dialed by requester4 and the originating phone number of requester 4 to operator terminal20, while the voice portion of the call is transmitted directly betweencall center 16 and operator terminal 20. While not discussed here, it iscontemplated within the context of this invention that the data portionof an incoming requester 4 call could be sent to operator terminal 20using in-band signaling (i.e., with the voice path of the call) as well.

Operator terminal 20 can also be any known computing device capable ofreceiving and displaying data on its display, including but not limitedto a personal computer, UNIX workstation and the like. Although it ispreferred that a separate customer service representative telephone beimplemented as part of system 2 and coupled to primary call center 16for communicating with requester 4, operator terminal 20 is not limitedto this arrangement.

For example, operator terminal 20 can be arranged to contain anintegrated telephone (as shown). In other words, any arrangement thatallows a customer service representative to engage in oralcommunications with requester 4 is sufficient. In addition, althoughonly a single operator terminal 20 is shown, system 2 is not limited tothis arrangement. It is contemplated that system 2 is comprised ofmultiple operator terminals 20 such that more than one customer servicerepresentative is available to accommodate the users of system 2. Aswith primary call center 16, operator terminals 20 preferably track allcalls that pass through back to primary call center 16 in order toprovide records for billing and system 2 diagnostics.

It should be noted that primary call center 16 and its communicationwith switches 12, operator terminal 20 and database 18 as well as thearrangement and communication between primary call center 16′ andswitches 12′ can be implemented in accordance with the connectivity andcommunication techniques described in U.S. Pat. No. 6,404,884, issued onJun. 11, 2002, the contents of which are incorporated herein byreference. In an alternate embodiment of this invention it iscontemplated that a requester 4 may interact with an agent using anon-voice method such as, but not limited to: Short Messaging Service(SMS), Wireless Application Protocol (WAP), Live Chat, and InstantMessaging (IM) as will be discussed below.

Agent application 19 platform is used to operate operator terminals 20and databases 18. This system not only supports the communicationsbetween these modules but also prepares call completion data packet 50that is to be sent to switch 12 to ultimately complete the call.

To create a call completion data packet 50, operator terminal 20 andagent application 19 require information to be retrieved from database18. This data is used to populate the various fields of call completiondata packet 50 as discussed in more detail below.

Database 18 is preferably any known database system which can beprogrammed to store all of but not limited to the following: wirelinetelephone directory listings, mobile phone listings, email addresses,geographic location information, originating service provider 26 ofrequester 4 listings, originating VoIP service provider 35 of requester4 listings, WAIN listings, VoIP related listings and other listings suchas providers of goods and services.

Database 18 preferably supports multiple database tables for avoluminous quantity of listings and multimedia data associated with eachuser or organization that is sponsoring a group of users.

It should be noted that the present invention augments the databasetables described in U.S. Pat. No. 6,404,884, issued on Jun. 11, 2002, byincluding several additional fields to support new features as discussedherein.

Database 18 can be based on any known database software and any knowndatabase format. The hardware configuration of database 18 can be anyhardware platform capable of supporting the quantity of users andentries in their respective database tables. As such, database 18 can bestored on any device capable of storing the information.

Those of ordinary skill in the art can appreciate that although database18 is shown as a single unit, it is not limited to this configuration.Database 18 can be comprised of multiple hardware units, i.e., centralprocessing units and/or storage devices such as CD-ROMs, hard diskdrives, tape disk drives, etc. which can communicate with each otheracross a transmission link. In addition, while only specific tables andfields within database 18 are discussed in detail, the current inventiondoes not limit the table schema in database 18.

In accordance with one embodiment of the present invention each databasein system 2 or system 2′ such as database 18 or 18′ stores the sameinformation. In an alternate embodiment, it is also contemplated thatdatabase 18 can take the form of a distributed database. For example,users who are primarily based on the west coast can be supported from aportion of database such as database 18′ located in California, whileusers primarily located on the east coast can access a portion ofdatabase such as database 18 located in New York.

In addition to providing system 2 with listings for requested devices 6,supported by database 18 other services are available through System 2.For example, as illustrated in FIG. 1, a directions unit within enhancedservices module 21 provides system 2 with a means to send directions toa requester 4. A directions unit is incorporated in the enhancedservices module 21 used by agent application 19 running on operatorterminal 20 and allows a customer service representative to retrievedirections and transmit them to requester 4.

The directions feature in enhanced services module 21 may be a standalone unit that is configured to calculate directions based on astarting and a destination address, or other criteria as currently knownin the industry. In accordance with another embodiment of the invention,enhanced services module 21 may be connected via a communicationschannel, for example, Internet, to a remote directions calculating unitoperated by a third party such as those available by MAPQUEST™.

In other examples, it is noted that enhanced services module 21 alsosupports features such as providing a requester 4 with restaurantrecommendations/reservations, advanced movie ticket purchase.

Closing prompt module 27 provides the closing prompt identification datathat may be included in a defined field such as a closing prompt codefield 58 of call completion data packet 50 as shown in FIG. 3. Asmentioned, call completion data packet 50 prompts switch 12 with acommand to activate the appropriate closing prompt.

Agent application 19 software then creates a call completion data packet50. Alternatively, closing prompt module 27 or some other applicationcould create call completion data packet 50; however, for the purposesof this discussion agent application 19 will be forming call completiondata packet 50.

Wide Area Network (WAN) 25 is configured to couple all operatorterminals 20 to system 2 and 2′. This includes connections betweengeographic locations, such that operator terminals 20 located at a callcenter can connect with switches 12 at other remote locations. As notedearlier and to be discussed in more detail below, because primary callcenter 16 may route calls to remote operator terminals 20′ it isnecessary that those operator terminals 20′ be able to communicate backto the originating switch 12 in order to connect to the proper call. WAN25 is configured to relay call completion data packet 50 to theappropriate switch 12 in order to complete requester 4's call.

Agent application 19, as supported by one of the operator terminals 20,communicates via operator terminals 20 to any one of the switches 12with the combination of systems 2, 2′ etc. via Wide Area Network 25(WAN). WAN 25 allows customer service representatives at operatorterminals 20 to transmit call completion data packet 50 from operatorterminals 20 to any one of switches 12.

In the event that agent application 19 is unable to successfully passcall completion data packet 50 due to any number of reasons includingbut not limited to the unavailability of WAN 25 or the rejection of callcompletion data packet 50, agent application 19 can initiate callcompletion using in-band signaling such a DTMF. This allows agentapplication 19 to put the requester on soft hold and pass thedestination digits to switch 12 via the same trunk. Switch 12 thenaccepts the digits and releases the call to primary call center 16 andinitiates call completion as described hereinafter.

Another exemplary network element in system 2 is call completion table17. Call completion table 17 allows switch 12 to select an outboundtrunk group that can most efficiently route the call to the enddestination. For example, if requester 4 requests a traditionaldirectory assistance listing (i.e. a wireline business or residentiallisting), service provider 26 of requester 4 may prefer to completethese calls on their own network. In this case call completion table 17would select an outbound trunk group to service provider 26 of requester4.

In the case where requester 4 requests a wireless requested device 6, itmay be more desirable to complete the call via the network of theservice provider 26 of requested device 6. In this case call completiontable 17 would select a direct outbound trunk group to service provider26 of requested device 6.

In the case where requester 4 is making a call via VoIP service provider35, it may be more desirable to complete the call via the network ofservice provider 35. In this case system 2 transmits the call completioninformation to service provider 35 so as to handle the call connectionbetween requester 4 and requested device 6.

Call completion table 17 also allows for the programming of multipleoutbound routes for each call depending on, but not limited to, the timeof day, the service provider 26 of requester 4, the service provider 26of requested device 6, the service provider 35 of VoIP requester 4,corresponding rates for each service provider and time of the day andthe NPA/NXX of the destination.

Regarding signaling and trunking configurations, the communication linksbetween switch 12 and primary call center 16 (or call center 16′) andthe communication links between switch 12 and Mobile Switching Center(MSC) 8 can be implemented as release link trunks. In this embodiment ofthe current invention the communication links are released once the callcompletion data is transmitted to the destination end of the link.Release link trunk technology is known in the art and allows resourcesat the destination device to be freed by employing a predeterminedsignaling sequence which is recognized by the destination device as arelease link signal. In addition, in another embodiment of the currentinvention, the communication links between switch 12 and MobileSwitching Center (MSC) 8 can be implemented as Multi-frequency MFsignaling. One possible example of MF signaling is Feature Group-D(FG-D) links as commonly known in the industry.

In an alternative embodiment of the current invention, the communicationlinks between switch 12 and Mobile Switching Center (MSC) 8 can beimplemented as SS7. SS7 is a type of out-of-band signaling, as iscommonly known in the industry. In another embodiment of the invention,the links between switch 12 and MSC 8 can be implemented as DTMFsignaling. DTMF is a type of in-band signaling. All of these signalingchoices are known in the art and are meant only as possible embodimentsof the current invention but should not be seen as limiting the possiblechoice of communication links by which the current invention can beimplemented.

As part of the call completion process, switch 12 has the ability toselect the optimal trunk group to be used for the completion ofrequester 4 to requested device 6. For example, if switch 12 has adirect connection to the service provider 26 of requested device 6, thecompletion of this call would be implemented over this link.

In the case where switch 12 did not have a direct connection to theservice provider 26 of requested device 6, the completion of this callwould be via the PSTN 10. This allows switch 12 to select the most costeffective means of delivering the call to requested device 6. Thisselection of the outbound trunk group may be determined by callcompletion table 17 (as shown in FIG. 1) based on information containedin call completion data packet 50. For example, the NPA.nxx of thenumber in the requested device information field 56 in call completiondata packet 50 can be used to indicate the service provider 26 for thatlisting. This information is then used to determine whether a directconnection exists from switch 12 to that service provider 26. If such adirect connection exists, then the first choice route for this callwould be via that link. In the event that such direct connection is notavailable or does not exist, an alternate route such as a connection tothe PSTN 10 could be used.

The above described materials illustrate one exemplary description ofthe various network elements that combine to form a directory assistancesystem and network 2. However, this example is in no way intended tolimit the scope of the present invention. Any similar directoryassistance system and network 2 that employs similar network elements ina manner to provide directory assistance services is within thecontemplation of the present invention.

It is noted that each of the above described network elements may eachrun on one or more different protocols. In fact, in many cases, certainnetwork elements such as switches 12, primary call centers 16 andoperator terminals 20, each of which are primary network elements in thecall handling process, may operate on different protocols. To this end,system 2 maintains a Universal Call Identifier (UCI) for each call beinghandled, whereby the UCI propagates through each network element insystem 2 that is handling a service request. As such each networkelement creates a record referred to as a Call Record Data (CRD)associated with the same UCI data assigned to each call.

In one embodiment of the present invention, regarding the communicationof call information between network elements in system 2, as illustratedin FIG. 2, an incoming call information record 15 is generated by switch12, after switch 12 receives a call from requester 4.

As illustrated in FIG. 2, incoming call information record 15 contains anumber of fields that may include but are not limited to: number dialedby requester field 100, preferred language code field 102, originatingphone number of requester field 104 (referring to the ANI (AutomaticNumber Identification), requester service provider field 106, featurecode field 108, and a Universal Call Identifier (UCI) field 110.

The number dialed by requester field 100 contains the number dialed byrequester 4 and may be used to identify the originating switch locationof the incoming call. Preferred language code field may be populated byswitch 12 based on the information from field 100 or it may be based onan active selection response by requester 4.

For example, system 2, and in particular switch 12, maintains theability to translate many different dial strings into system 2. Onepossibility for determining the preferred language of requester 4 is toautomatically route calls from a particular dialed number, for exampleNPA-555-1818, directly to, for example, Spanish speaking operators. Thepreferred language code field 102 is used to route calls to primary callcenter 16 via switch 12 by way of incoming call information record 15.Originating phone number of requester field 104 (ANI) is used to assistin performing call connection at the end of the call and is also used totrack the call for billing records.

Requester service provider field 106 is used to indicate the serviceprovider of requester 4 and is also used to assist in call completionand billing recordation. Service provider field 106 also allows system 2to identify the calling party's service provider 26 for use with variousfunctions such as introduction prompts, closing prompts, billinginformation, usage tracking, etc. One example of a use of this data isto allow for the settlement of billing charges between the serviceprovider 26 of requester 4 and service provider 26 of requested device6.

Feature code field 108 is used to indicate if any additional system 2features should be applied to the call. These features could include,but are not limited to: promotional rate plans, standard rate plans,bundled service plans, device capabilities and the like. For example,service provider 26 may offer unlimited directory assistance for a flatfee per month, or could offer services free for a promotional period.

Finally, universal call identifier field 110 is used to apply auniversal call identifier code to the call, and to transmit thatinformation from network element to network element within system 2.This universal call identifier, stored in field 110, is associated withthe incoming call record 15 and is used to track the call throughoutsystem 2. Once this universal call identifier is set by system 2 itremains the same throughout the entire call pathway through system 2regardless of the protocols operating on the various network componentsthat the call passes, as will be explained in greater detail below. Asnoted above, universal call identifier field 110 is filled with auniversal call identifier that is either generated by a device outsideof system 2, generated by switch 12 or generated by some other networkelement within system 2.

For calls initiated by a requester 4 employing a VoIP phone, VoIPservice provider 35 generates a Session Initiation Protocol (SIP)message addressed to system 2's IP address. The SIP message contains theoriginating switch IP, which is the EP address of VoIP service provider35. This information can be used to populate field 106 of incoming callinformation record 15.

The SIP message also includes the originating IP of requester 4's VoIPphone. This IP may include the MAC corresponding email address of theVoIP phone as described earlier in connection with description of VoIPoperation. In accordance with another embodiment of the invention, thisEP instead of being a MAC corresponding email address may be an assignedphone number.

In the event that the incoming originating IP is an assigned phonenumber, system 2 accesses Local Number Portability database 33 toretrieve the MAC corresponding email address for the particular assignedphone number.

The originating IP of a requester phone is then used to populateoriginating phone number requester field 104 of incoming callinformation record 15.

The SIP message received from service provider 35 also includes thenumber dialed by requester 4 so as to populate Number Dialed ByRequester field 100 of incoming call information record 15.

Once incoming call information record 15 is generated by switch 12, thecall is forwarded to primary call center 16 for distribution to theappropriate operator terminal 20 to handle the call. Each of the variousnetwork elements operates with one another according to the abovedetailed description. Once the requested device 6 information isobtained by operator terminal 20 via database 18 or another sourcewithin system 2, call completion data packet 50 is assembled. As notedabove, throughout this entire call pathway through system 2, theuniversal call identifier assigned by switch 12 and placed in universalcall identifier field 110 is the same, regardless of the operatingprotocols of the network elements on which the call passes.

It is noted that in accordance with one embodiment of the invention,both system 2 and VoIP service provider 35 include Session BorderControllers, such as 55, to provide added network security asappreciated by those skilled in the art. Session Border Controllersprovide some level of Network Address Translation (NAT) on each SIPmessage to cloak the inter-working of their corresponding network.

For example, Session Border Controller 55 of system 2 screens theincoming SIP message generated by system provider 35, when a requester 4intends to make a directory assistance call to system 2, in order tovalidate the request from an authorized service provider 35. It is onlyafter such validations are complete that system 2 sets up a Real-TimeProtocol (RTP) as an actual voice path between requester 4 and system 2.

It is noted that in accordance with another embodiment of the invention,each VoIP phone that employs a directory assistance call to system 2 canbe configured to use a designated port, regardless of the serviceprovider that handles the VoIP phone communication. A dedicated port fordirectory assistance communications allows the VoIP device access system2 by using a soft key on the device to initiate a request session.Furthermore, with a dedicated port, the VoIP device can handle Internetsecurity issues more easily, since the only port that needs tocommunicate is the port dedicated for the directory assistance calls.

Once incoming call information record 15 is generated by system 2, thecall is forwarded to primary call center 16 for distribution to theappropriate operator terminal 20 to handle the call. Each of the variousnetwork elements operates with one another according to the abovedetailed description. Once the requested device 6 information isobtained by operator terminal 20 via database 18 or another sourcewithin system 2, call completion data packet 50 is assembled.

In one embodiment of the present invention, as illustrated in FIG. 3,call completion data packet 50, comprise multiple data fields, and isconfigured to provide additional call pathway information betweennetwork elements within system 2. These fields can include but are notlimited to the originating phone number of the requester field 54(requester 4 ANI), the requested device information field 56, closingprompt code field 58, and pre-announcement field 59 and call completionuniversal call identifier field 60.

Call completion data packet 50 is formed by agent application 19 atoperator terminal 20 using information from incoming call informationrecord 15, database 18, and closing prompt module 27. This informationis then organized and used to populate the fields of call completiondata packet 50. This call completion data packet 50 assists networkelements, within system 2, to ensure call completion to requested device6.

The originating phone number field 54 is the originating phone number ofrequester 4. The requested device information field 56 is the requestedlisting of the subscriber. This information may be provided to operatorterminal 20 by the retrieved listing from database 18. The requesteddevice information field 56 identifies the proper destination for thecompleted call. This information is used to properly connect requester 4to requested device 6.

Call completion universal call identifier field 60 is reserved forstoring the universal call identifier associated with the call, takenfrom universal call identifier field 110 of incoming call informationrecord 15. Again this field is used to store the same universal callidentifier, assigned to the call by switch 12 in order to track itthroughout the call completion process in system 2. This ensures thatnot only the network elements used in responding to requester 4 areprovided access to the universal call identifier information, but alsothe network elements utilized during call completion are provided withthe same universal call identifier. In some cases these network elementsmay be the same, such as is the case for switch 12.

Closing prompt code field 58 of call completion data packet 50 containsinstructions on which closing prompt to retrieve, use and play forrequester 4. Pre-announcement field 59 of call completion data packet 50denotes to the Voice Response Unit (VRU) whether or not thepre-announcement feature is activated. If the pre-announcement featureis activated the VRU will announce requester 4's identity to requesteddevice 6 by either voice or text message so that requested device 6 candetermine whether or not to accept the call.

When combined, the originating phone number of requester field 54, therequested device information field 56, the closing prompt code field 58,and pre-announcement field 59 and universal call identifier field 60contain all of the information needed to initiate and complete the call,and play the appropriate closing and pre-announcements.

In view of the above described network elements for directory assistancesystem network 2, incoming call record 15 and call completion datapacket 50, it is shown the basic elements for receiving a call fromrequester 4, providing directory assistance to that requester 4 andconnecting them in many instances to requested device 6.

In accordance with one embodiment of the invention, since each networkelement within system 2 employs the same Universal Call Identifier(UCI), the process for call completion by system 2 may include anarrangement for providing the device 6 information, such as name andaddress and other requested information via a multi-media format. Basedon the UCI information in the call completion packet, system 2 canretrieve the pertinent information from any one of the network elementsin system 2 and provide that information to requester 4 via voice, textmessaging and emailing or other Internet protocols as specified byrequester 4.

In accordance with another embodiment of the invention, instead of usingthe Universal Call Identifier (UCI), system 2 employs the IP address ofthe VoIP device used by requester 4 to track the request session fordirectory assistance and retrieve the pertinent information from any oneof the network elements in system 2 and provide that information torequester 4 via voice, text messaging and emailing or other Internetprotocols as specified by requester 4.

It is noted that system 2 may encounter a VoIP phone handling in avariety of scenarios. For example, requester 4 may be employing a VoIPphone to access the information relating to device 6, which could alsobe a VoIP phone or another Internet connected device. In anotherarrangement, requester 4 may be employing a VoIP phone to accessinformation relating to device 6, which is a land-line or a cellularphone. Conversely, requester 4 may be employing a land-line or acellular phone to access the information relating to a VoIP device.

In accordance with one embodiment of the invention, in each of thescenarios described above, system 2, retrieves the requestedinformation, and sends the information along with additional callcompletion data back to the service provider that originated therequesting call so as to complete the call for requester 4.

As mentioned above, the retrieved information may be one or acombination of: a MAC address; or a MAC corresponding email address; oran IP address; or an assigned phone number of a unique VoIP device. Inthe event that the retrieved information of device 6 is an assignedphone number, system 2 in accordance with one embodiment of theinvention may access LNP database 33 to obtain the corresponding IPaddress of device 6. System 2 may access LNP database 33 also todetermine whether the assigned phone number corresponds to an IP addressor a PSTN number. This information is then sent back to service provider35, enabling the service provider to complete a call either via theInternet or via a PSTN connection, depending on the type of the numberretrieved by directory assistance system 2.

In accordance with another embodiment of the invention, switch 12 isconfigured to handle all types of calls, including land-line, mobile andInternet communication. In that event, system 2 handles the entire callcompletion by itself, establishing a connection between requester 4 andrequested device 6. In the case of Internet related communication,switch 12 functions as a remote controller to establish a packetswitched connection between requester 4 and requested device 6.

FIG. 4 illustrates signal flow diagrams for accessing directoryassistance system 2 by a VoIP device employed by requester 4 based on aplurality of access arrangements as will be described in more detailbelow.

Thus, at step 121, requester 4 places a call to directory assistancesystem 2 from a VoIP device, such as a VoIP phone as discussed above inreference with FIGS. 1-3. At step 122, directory assistance system 2retrieves the requested information and marks the information fordelivery to requester 4.

In accordance with one embodiment of the invention, directory assistancesystem is configured to use the Universal Call Identifier (UCI)information associated with the request made by requester 4 to mark theinformation retrieved by system 2 in response to the request. To thisend, database 18 utilizes the UCI information to create a record thatkeeps track of the information retrieved and the associated UCI. Inaccordance with another embodiment of the invention, the call requestmade by requester 4 is tracked based on the requester's IP address orother information associated with the IP address, similar to thetracking described above in reference with the universal callidentification (UCI) information.

At step 123, directory assistance system 2 determines the mode forcompleting the request. For instance, in accordance with one embodimentof the invention, requester 4's call may be completed by establishing acommunication link with the requested device 6 as explained above. Inaccordance with another embodiment of the invention, requester 4 maydesire to receive the information to its VoIP device directory inaccordance with a plurality of multi-media formats. To this end, system2 employs the UCI data related to the requester 4's request to querydatabase 18 and its data associated with the same UCI.

At step 123, directory system 2 further determines the format requiredfor the requester's VoIP device, and creates a temporary file indatabase 18 that contains the formatted information.

At step 124, database 18 sends a confirmation signal, advantageouslyincluding the UCI data, confirming that the information is recordedproperly for the VoIP device.

At step 125, directory assistance system 2 processes and sends anotification message to VoIP device indicating that the requestedinformation is available for retrieval.

At step 126, VoIP device of requester 4 processes the notificationmessage and accesses a Web Server 118 that is coupled to directoryassistance system 2.

At step 127, Server 118 accesses the requested information from databasesystem 18 either directly or via WAN 25 of directory assistance system2.

At step 128, database server 18 returns the requested information to theWeb Server. Thereafter, at step 129, the Web Server formats the messagecontent and sends it to the VoIP device for display.

In accordance with one embodiment of the invention, VoIP device ofrequester 4 is configured to generate a tone or an audible signal toannounce the delivery of the requested content. This sound signal isconfigurable based on the content that is provided to the user. Theaudible tones may be sent with the requested information to be executedat the VoIP device.

The tone that is played upon delivery is performed through system 2.Each service is preferably configured to have a specific tone or audiblemessage, in addition to rotation, or random ability, either within asubset of tones/messages or random throughout the entire set for thatservice. In addition, variability in messages may be tied to previoususage patterns for requester 4, the wholesale supplier for requester 4,or any marketing promotion arrangements wither with the wholesalesupplier, or system 2. Upon connection of the call, a database withinsystem 2 may select the tone to be played, the message that is sent,and/or the VoIP phone it is directed to. The tone has the proper messageas indicated from the evaluation of the above criteria by system 2.

To this end, a requested directory information may have an associatedaudio file, such as a WAV file. For example, a commercial enterprise mayhave its own dedicated multimedia file, so that whenever a request forits information is retrieved the multimedia file is executed at therequester's 4 VoIP device. The VoIP device may also have a plurality ofdefault multimedia files that can be played when information relating toa request is available for use.

Once the requested data is displayed by the VoIP device, requester 4 isthen in control of the data and has the ability to delete the message,edit the data and/or save the data to the directory located in the VoIPdevice. In addition to the requested content, associated or unassociatedpromotional or rebate material may be delivered to the VoIP device inconjunction with the delivery of the requested information. Furthermore,requester 4 may send a signal to system 2 requesting a call completionto the requested device 6. A call completion record is created tocomplete the call, based on the UCI information of the call request. Thecall can then be completed as described above in reference with FIGS. 1through 3.

FIG. 5 illustrates the signal flow for a VoIP request service inaccordance with another embodiment of the invention. For thisembodiment, directory assistance system 2 provides the requestedinformation to the VoIP device of requester 4, rather than arranging fora WebServer delivery of the information as described in reference withFIG. 4.

Thus, as illustrated in FIG. 5, at step 121(a), requester 4 places acall to directory assistance system 2 from a VoIP device, such as a VoIPphone. At step 122(a), directory assistance system 2 identifies therequested information and marks the information for delivery torequester 4. In accordance with one embodiment of the invention, therequested information is marked based on the universal call identifierdata information as explained above in reference with FIG. 4. In thealternative, the information is marked based on the IP address of theVoIP device used by requester 4, or any other information correspondingto the IP address.

At step 123(a), directory assistance system 2 determines the formatrequired for the VoIP device employed by requester 4. System 2 thengenerates the formatted responsive information and stores it in database18.

At step 124(a), database system 18 confirms the information is recordedproperly for the VoIP device used by requester 4. Finally, at step125(a), directory assistance system 2 formats the message content andsends it to the VoIP device for display. Requester 4 has the sameoptions to follow in connection with the received message as describedpreviously with reference to FIG. 4.

FIG. 6 illustrates the signal flow for a VoIP service request inaccordance with another embodiment of the invention. In accordance withthis embodiment, VoIP device is configured to directly access database18 of directory assistance system 2.

For this embodiment requester 4 advantageously installs a softwareapplication on the VoIP deivce, enabling the device to communicatedirectly and access the information stored in database 18. The softwareapplication provides the same functionality for retrieving informationand generating call completion records as that provided by system 2 anddescribed in reference with FIGS. 1 through 3.

The software application enables the user to search the directoryassistance database 18 to retrieve any information that traditionally isaccessible to a customer service representative of directory assistancesystem 2.

To this end, requester 4 has the ability to define the area for whichthey wish to search using information such as address, phone number,city, county, etc. Furthermore, requester 4 has the ability to freelyenter the search criteria on the VoIP device to identify the informationdesired.

Thus, at step 121(b), VoIP device employed by requester 4 processes theinput information and sends the search criteria to Web Server 118. WebServer 118 is configured to exchange information with database 18. Atstep 122(b) Web Server 118 accesses the requested information fromdatabase system 18. Thereafter, at step 123(b), database system 18returns the requested information to Web Server 118. Finally, at step124(b) Web Server 118 formats the requested information in accordancewith the requirements of VoIP device 4 and sends the formattedinformation to the VoIP device for display.

Once the data is displayed to the VoIP device, the user is then incontrol of the data and has the ability to delete the message, edit thedata and/or save the data to a directory on the VoIP device. Requester 4can also send a request to system 2 for a call completion to therequested device 6, similar to the arrangements explained in FIGS. 4 and5.

VoIP device employed by requester 4 is configured to generate a tone oran audible signal to announce the delivery of the content. This soundbite is configurable based on the content that is provided to the user.

Furthermore, in addition to the requested content, associated orunassociated promotional material may be delivered to the VoIP device inconjunction with the data delivery. System 2 determines this content tobe provided based on various criteria as discussed above.

Although the format of information exchanged today with VoIP phonedevices is generally conducted in an industry standard HTML/XML format,it is understood that newer and yet undeveloped standards can easily beincorporated into system 2 and are within the contemplation of thepresent invention.

Although the present invention has been described in relation toparticular embodiments thereof, many other variations and modificationsand other uses will become apparent to those skilled in the art. It ispreferred, therefore, that the present invention be limited not by thespecific disclosure herein, but only by the appended claims.

1. A method for operating a directory assistance system comprising thesteps of: receiving and storing a plurality of directory listings, saiddirectory listings being received from a plurality of different serviceproviders, said directory listings include, among other contactlistings, contact information for connecting to Voice over IP devicessaid directory listings stored in a database accessible by saiddirectory assistance system; receiving a directory assistance requestfrom a caller for one of said directory listings, said caller beingconnected to said system via a first service provider; retrieving aresponse to said caller's request from said accessible database;generating a call completion record for delivery to said callerresponsive to said directory assistance request, said call completionrecord including information relating to at least one of said Voice overIP devices in a case wherein the requested information relates to aVoice over IP device, said call completion record including informationrelating to a mobile phone device in a case wherein the requestedinformation relates to a mobile phone device, and said call completionrecord including information relating to a landline device in a casewherein the requested information relates to a landline device, whereinsaid call completion record, in each instance, contains informationnecessary for said first service provider to initiate a call betweensaid caller and said requested listing.
 2. The method in accordance withclaim 1, wherein said storing step further comprises the step of storinga phone number assigned to at least one of said VoIP devices.
 3. Themethod in accordance with claim 1, wherein said storing step furthercomprises the step of storing an email address corresponding to MediaAccess Control (MAC) address of at least one of said VoIP devices. 4.The method in accordance with claim 1 wherein said storing step furthercomprises the step of storing a media access control (MAC) address of atleast one of said VoIP devices.
 5. The method in accordance with claim 1wherein said storing step further comprises the step of storing an IPaddress corresponding to at least one of said VoIP devices.
 6. Themethod in accordance with claim 2 further comprising the step ofaccessing a local number portability database to retrieve additionaladdress information relating to each one of said assigned phone numbers.7. The method in accordance with claim 1 further comprising the stepsof: receiving a service request to said directory assistance system froma requester employing a VoIP device; generating an incoming callinformation record containing number dialed by said requester,originating address relating to said VoIP device and informationidentifying a service provider through which said VoIP device isprovided access.
 8. The method in accordance with claim 7 furthercomprising the steps of: generating a call completion record containinginformation responsive to said service request; and sending saidresponsive information to said identified service provider servicing theVoIP device that transmitted said request for services, so that saidservice provider sets up a communication session between said requestingVoIP device and a requested device.
 9. The method in accordance withclaim 7 further comprising the steps of: generating a call completionrecord containing information responsive to said service request; andsetting up a communication session between said requester and requesteddevices in accordance with information provided in said call completionrecord.
 10. The method in accordance with claim 7 further comprising thestep of assigning a specified port in each of said VoIP devices forhandling communications with said directory assistance system.
 11. Adirectory assistance system comprising: a database configured to receiveand store a plurality of directory listings, said directory listingsbeing received from a plurality of different service providers, saiddirectory listings include, among other contact listings, contactinformation for connecting to identification of Voice over IP devicessaid directory listings stored in said database being accessible by saiddirectory assistance system; means for receiving a directory assistancerequest from a caller for one of said directory listings, said callerbeing connected to said system via a first service provider; a callcompletion module configured to retrieve a response to said caller'srequest from said accessible database and to generate a call completionrecord for providing information responsive to said directory assistancerequest, said call completion record including information relating toat least one of said Voice over IP devices in a case wherein therequested information relates to a Voice over IP device, said callcompletion record including information relating to a mobile phonedevice in a case wherein the requested information relates to a mobilephone device, and said call completion record including informationrelating to a landline device in a case wherein the requestedinformation relates to a landline device, wherein said call completionrecord in each instance contains information necessary for said firstservice provider to initiate a call between said caller and saidrequested listing.
 12. The system in accordance with claim 11, whereinsaid database contains a phone number assigned to at least one of saidVoIP devices.
 13. The system in accordance with claim 11, wherein saiddatabase contains an email address corresponding to Media Access Control(MAC) address of at least one of said VoIP devices.
 14. The system inaccordance with claim 11 wherein said database contains a media accesscontrol (MAC) address of at least one of said VoIP devices.
 15. Thesystem in accordance with claim 11 wherein said database contains an IPaddress corresponding to at least one of said VoIP devices.
 16. Thesystem in accordance with claim 12 further comprising a communicationchannel so as to access a local number portability database to retrieveadditional address information relating to each one of said assignedphone numbers.
 17. The system in accordance with claim 11 furthercomprising means for receiving a service request to said directoryassistance system from a requester employing a VoIP device; and meansfor generating an incoming call information record containing numberdialed by said requester, originating address relating to said VoIPdevice and information identifying a service provider through which saidVoIP device is provided access.
 18. The system in accordance with claim17 further comprising: a call completion module configured to generate acall completion record containing information responsive to said servicerequest; and means for sending said responsive information to saididentified service provider servicing the VoIP device that transmittedsaid request for services, so that said service provider sets up acommunication session between said requesting VoIP device and arequested device.
 19. The system in accordance with claim 17 whereinsaid call completion record contains information responsive to saidservice request; and a switch configured to set up a communicationsession between said requester and requested devices in accordance withinformation provided in said call completion record.